SUSTAINING OUR CLIENT BASE
No business is sustainable if it is unable to retain its client base. But in achieving this, Santam has to deal with a changing legislative environment, shifting client expectations, and increasing environmental and social pressures to meet the expectations of other interest groups. Constant innovation is crucial for sustainable business performance. At Santam, we aim to keep our product solution relevant by taking into account affordability for the client as well as profitability. Santam is also aware of the potential impact of HIV/Aids on a sustained client base, and is investigating this issue in terms of its material impact on the business.
It is imperative that Santam understands client needs and expectations and how these vary for differing client profiles. We also need to initiate the right projects to meet business and client needs and affordability, and ensure that our administrative processes result in fast turnaround times, while also managing risk. This combination equates to excellent service quality.
Our approach - click to view text
What we did during 2009 - click to view text
Our aspirations for 2010 - click to view text
A consequence of correctly understanding client needs and expectations is a satisfied, loyal and growing client base. We endeavour to monitor client interactions to learn from our experiences and achieve excellent service quality. We have a strategic imperative to enter and grow new markets, and aim to capture significant business in the middle- and mass-insurance market segments.
Our approach - click to view text
Our performance - click to view text
Our aspirations for 2010 - click to view text
Given the nature of our business, our organisation has access to confidential client information. Abusing this privileged position is not only prohibited by common law, but will in future be also regulated by l legislation, with the Protection of Personal Information Bill currently being developed. This will require more stringent systems and processes to protect clients' personal information, and our Information Technology (IT) unit will implement a project to ensure compliance once the Act comes into force. To this end, we will communicate with and provide internal training to our brokers, and monitor breaches of confidentiality.
